Spent an hour trying to cancel a subscription through a chatbot last night

Signed up for a cloud storage service three months ago and decided to cancel it yesterday. The app only gives you a chatbot with canned responses that loops back to the same menu no matter what you type. Has anyone else dealt with a company that hides its cancellation option behind terrible UX like this?

2 comments

2 Comments

nora7351d ago

Is it just me or does that "I understand you want to cancel" line make you want to throw your phone across the room? It's exhausting how they force you to jump through hoops when all you want is to leave.

robinmason1d ago

I read somewhere that some companies actually track how many times you try to cancel before giving up, and they use that data to make the process even harder. Like they know you'll click away after hitting the same menu tree for the 10th time. This one startup I tried to leave last year had a chatbot that would literally say "I understand you want to cancel" and then immediately ask if I wanted to hear about a new feature instead. It's like they design these loops on purpose, hoping you'll just give up and keep paying.